WFM Real‑Time Queue Management Specialist

WFM Real‑Time Queue Management Specialist (Mandarin) Location: [India – Pune Preferred City] Work Type: Full-time | Shift-based (including weekends) Department: Workforce Management / Operations Reports to: WFM Manager / Operations Lead About the Role: We’re seeking a detail‑oriented Real-Time Analyst (RTA) to monitor and optimize live contact center operations across phone, chat, email and digital queues.

The candidate must be fluent in Mandarin and English. Should be experienced with Genesys (Cloud or Engage) routing, leveraging real-time insights to protect SLA/ASA, minimize abandonment, and ensure agent adherence.

Key Responsibilities

• Live Queue Monitoring & Actions
• Real-Time Adherence (RTA)
• Genesys Control & Optimization
• Communication & Stakeholder Management
• Reporting & Hygiene Required Qualifications:
• Bachelor’s degree in any discipline
• Minimum 2 years’ experience in Real-Time/Intraday/WFM
• Hands-on with Genesys Cloud/Engage
• Mandarin and English proficiency
• WFM tool knowledge: Genesys WFM, Alvaria eWFM Preferred Skills:
• Experience in digital routing
• Basic SIP/telephony understanding
• Ability to work in 24x7 shifts